Communication Is Key to A Lifetime of Care with Eric Garcia

In the final episode of this 5-part series on proactive lifelong care, host Katie Berlin, DVM, and digital marketing expert, Eric Garcia, dive into client communication. Eric offers effective ways to get ahead of client concerns and the roadblocks (like curbside care!) that can so easily derail attempts at active listening and education. Plus, get insights on how to minimize the influence of Dr. Google and how your practice’s social media can build satisfaction and retention all year.

Resource:

• https://www.carecredit.com/providercenter/veterinary

References:

1. Diggo, Trone Research + Consulting. Pet owners views during social distancing. Diggo website. https://www.diggovet.com/blog/pet-owner-views-during-social-distancing. Accessed March 8, 2021.
2. Today’s Veterinary Business. Pets remain in high demand during COVID. Today’s Veterinary Business website. https://todaysveterinarybusiness.com/pets-appa-survey-covid. Published October 2020. Accessed March 5, 2021.
3. LifeLearn Animal Health. ClientEd: improved client compliance. LifeLearn website. https://www.lifelearn.com/products/client-education-resource. Accessed March 5, 2021.
4. Robinson NJ, Dean RS, Cobb M, Brennan ML. Consultation length in first opinion small animal practice. Vet Rec. 2014;175(19):486.
5. Personal communication. Rick DeBowes, Washington State University.
6. American Pet Products Association. The APPA COVID-19 Pulse Study: Pet Ownership During The Pandemic, volumes 1, 2, 3 & 4. APPA website. https://www.americanpetproducts.org/pubs_covidpulsestudy.asp. Accessed March 8, 2021.
7. DVM360. Today’s veterinary clients just aren’t the same and they want it all. DVM360 website. https://www.dvm360.com/view/today-s-veterinary-clients-just-aren-t-same-and-they-want-it-all. Published February 4, 2016. Accessed March 5, 2021.
8. Belshaw Z, Robinson NJ, Dean RS, Brennan ML. “I always feel like I have to rush...” Pet owner and small animal veterinary surgeons’ reflections on time during preventative healthcare consultations in the United Kingdom. Vet Sci. 2018;5(1):20.
9. Santi S. Vet2Pet and Colorado State University release Pet Owner’s Perceptions and Use of Veterinary Mobile Applications study. Vet2Pet website. https://vet2pet.com/2017/02/vet2pet-and-colorado-state-university-release-pet-owners-perceptions-and-use-of-veterinary-mobile-applications-study. Accessed March 5, 2021.
10. Riegel DG. Want to increase your presence? Start by telling one of these stories. INC website. https://www.inc.com/deborah-grayson-riegel/want-to-be-an-unforgettable-leader-practice-this-1-skill.html. Published December 18, 2017. Accessed March 5, 2021.

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The Team:

• Katie Berlin, DVM - Host
• Alexis Ussery - Producer & Digital Content Coordinator
• Randall Stupka - Podcast Production & Sound Editing